•Structured a new WFM Department, streamlining operations and providing expert consultation to partners, leading to a 15% increase in overall efficiency.•Re-configured PlayVox as a WFM tool, resulting in a 30% increase in Forecast Accuracy and a 15% improvement in Occupancy.•Conducted in-depth workforce performance analysis, identifying areas for improvement and implementing solutions to increase efficiency and reduce shrinkage by 10%.•Developed and maintained accurate forecasts and schedules, ensuring optimal staffing levels and minimizing labor costs by 30%.•Oversaw the maintenance of the WFM tool, hiring plans, schedules, and resource planning.•Provided consultations and recommendations to management on workforce planning and strategy, contributing to informed decision-making and improved resource allocation.

•Led successful implementation of WFM Pro for multiple clients, ensuring on-time and on-budget delivery•Provided expert consultation on WFM best practices and software configuration, driving client adoption and satisfaction•Managed cross-functional teams to address project challenges and risks proactively

•Collaborated with senior management and clients to establish clear yearly goals and objectives•Optimized capacity plans, forecasting, and scheduling, leading to a 10% reduction in labor costs while maintaining service levels•Led strategic planning initiatives for growth, contributing to a 15% increase in overall team capacity

•Designed and delivered comprehensive training programs on Verint WFM Pro (Monet) solutions, accelerating user adoption and proficiency•Developed innovative training materials and methodologies, reducing onboarding time for new Implementation Trainers by 30%•Contributed to a 90% client retention rate through targeted training and development initiatives

•Supported Implementation Managers by coordinating project activities and tracking progress in Salesforce•Assisted in client communication and documentation, ensuring seamless project execution

•Managed escalations and provided expert support to the team, improving overall customer satisfaction by 12%•Developed and implemented process improvements that streamlined operations and increased efficiency by 15%•Monitored team performance, SLA adherence, and RTA, ensuring consistent service delivery

•Led and motivated a team of 70+ customer service representatives, driving a 10% increase in customer satisfaction scores•Established a Quality Assurance team and implemented coaching programs, resulting in a 20% improvement in service quality•Contributed to company growth and the successful opening of a second office through effective team management and performance optimization